Ardila, Niela (2017) The Effect Of Service Quality On Revisit Intention With Customer Satisfaction And Brand Image As Mediating Variable In Eco Green Park, Batu, East Java. Sarjana thesis, Universitas Brawijaya.
Abstract
Tujuan dari penelitian ini adalah untuk mengetahui dampak kualitas layanan terhadap niat berkunjung kembali dengan kepuasan konsumen dan citra perusahaan sebagai variabel mediasi di Eco Green Park, Batu, Jawa Timur. Teknik pengambilan sampel menggunakan Convenience sampling dengan 150 responden. Partial Least Square (PLS) analisis diterapkan untuk menganalisa data menggunakan outer model dan inner model. Hasil penelitian menunjukkan bahwa kualitas layanan mempunyai hubungan yang signifikan secara langsung terhadap kepuasan konsumen dan citra merek, dan memiliki hubungan tidak langsung terhadap niat berkunjung kembali. sementara itu kepuasan konsumen dan citra perusahaan juga memiliki pengaruh signifikan secara langsung terhadap niat berkunjung kembali. Implikasi yang berhubungan dengan hasil penilitian bahwa sangat penting bagi Eco Green Park memelihara dan meningkatkan pelayanan jasa yang berkualitas untuk meningkatkan kepuasan konsumen dan kunjungan kembali ke eco green park.
English Abstract
The purpose of this study is to know the effect of service quality that customer feels to revisit intention with customer satisfaction and brand image as mediating variable at Eco Green Park, Batu, East Java. The sample in this study was the consumers who have visited Eco Green Park, Batu, East Java. The sampling technique used was Convenience sampling involving 150 respondents. Partial Least Square (PLS) analysis was applied to analyze the data using outer model and inner model. The result of the research shows that service quality has a significant direct effect on customer's satisfaction and brand image, and has a significant effect indirectly on revisit intention. While the consumer satisfaction and brand image has a direct significant effect on revisit intention. The implications related to the research result is this research is very important for Eco Green Park in the effort in maintaining and improving its service quality to increase consumer satisfaction and revisit intention at Eco Green Park.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2017/706/051711891 |
| Uncontrolled Keywords: | Kualitas Layanan, Niat Berkunjung Kembali, Kepuasan Konsumen, Citra Perusahaan, Eco Green Park, Service Quality, Revisit Intention, Customer Satisfaction, Brand Image, Eco Green Park. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 14 Dec 2017 06:43 |
| Last Modified: | 23 Sep 2020 07:49 |
| URI: | http://repository.ub.ac.id/id/eprint/7028 |
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